Customer Service Representative II

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Third Shift (Nights) Environmental Conditions

Office

Job Description

Key Responsibilities :

Serve as a role model by providing outstanding customer service to external customers and internal team members.

Resolve sophisticated customer requirements, handle user problems, and process and follow up on all relevant requests within the division’s guidelines. Liaise with partner functions (sales, commercial, distribution, finance) to fulfill customer requests or resolve issues promptly.

Become an expert in Customer Relationship Management systems.

Adhere to company policies, operational regulations, and departmental training guidelines.

Deliver on daily / weekly / monthly key performance indicator metrics. Proactively engage in and drive efficiency and productivity initiatives. Display stringent attention to detail and accuracy.

Act as a single point of contact for technical activities on assignments / projects as the need arises by business expectations.

Continuously improve processes, demonstrate attention to operational details, and leverage required computer systems to maintain high data accuracy and quality. Actively develop and review training materials and give to new joiner training.

Develop relevant daily customer service reports.

Assess individual customer requirements and direct activities to appropriate partner departments if needed.

Act as deputy for the Supervisor / Team Leader when required and support the management team with consolidated operational data and service reports. Lead and facilitate meetings, taking ownership of actions.

Note :  Key responsibilities stated in this document are the minimum required but are not limited to these, always within the Customer Care area of expertise.

Experience :

A minimum of 3-5 years of customer service experience in an SSC / multinational / office environment.

Experience with ERP systems is helpful.

Education :

Requires a high school diploma. A Bachelor’s Degree is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.

Skills

Demonstrate high integrity and compliance.

Display attention to detail and accuracy.

Good problem-solving skills and ability to multitask under tight deadlines.

Self-motivated, enthusiastic, positive attitude, and great teammate.

Strong written and verbal communication skills.

Good organizational skills and ability to prioritize workload effectively.

Proficient Microsoft Office user.

Working Conditions

This position requires repetitive typing and regular use of a computer plus multiple displays.

Most other physical demands are typical of those associated with an office environment.

Thermo Fisher Scientific Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We believe that by embracing individual differences, we can drive innovation and achieve even greater success.

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